Assistant Guest Services Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Overview

The Assistant Guest Services Manager’s primary function is to assist the Guest Service Manager with the daily operations of the front office. He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager.

Responsibilities

Fundamental Requirements:

· Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.

· Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

· Assist with development of employee morale and ensure training of Guest Services personnel.

· Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

· Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

· Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.

· Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.

· Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.

· Assist Guest Service Agents with check-ins and checkouts; confirm that all SOP’s are being followed properly.

· Assist and supervise Guest Service Agents with daily duties.

· Train new employees, help to develop and implement training programs.

· Maintain log of rooms in “out of order” status.

· Authorize and sign adjustments and paid outs over the limit.

· Oversee discrepancy report and monitor follow-through.

· Post updated information on 72-hour sheet and review with Guest Service Agents.

· Work closely with housekeeping regarding daily room status.

· Oversee Bell staff in the absence of a Supervisor.

· Confirm that Guest Service Agents, Operators and Bellstaff complete all duties.

· Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

· Ensure correct and accurate cash handling at the Front Desk.

· Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

· Be aware of all rates, packages and promotions currently underway.

· Follow and enforce all Highgate Hotel credit policies.

· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

· Ensure participation within department for monthly Highgate Hotel Enrichment Committee.

· Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.

· Assist with sign off of all Service Standards by Position for Guest Services staff.

· Monitor all V.I.P.'s, special guests and requests.

· Review Front Office lo book and Guest Request log on a daily basis.

· Oversee Supervisors complaint and request log.

· Log all absenteeism and employee lateness.

· Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.

· Block rooms for special groups.

· Participate in Room Inspection programs.

 

Qualifications

Education & Experience:

· A 4-year college degree and at least 1 year of related experience required.

· Supervisory experience required.

· Must be proficient in Windows, Company approved spreadsheets and word processing.

· Must have a valid driver’s license from the applicable state.

 

 

 

Physical requirements:

· Long hours sometimes required.

· Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

· Ability to stand during entire shift.

 

 

 

General Requirements

· Maintain a warm and friendly demeanor at all times.

· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

· Must be able to multitask and prioritize departmental functions to meet deadlines.

· Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

· Attend all hotel required meetings and trainings.

· Participate in M.O.D. coverage as required.

· Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

· Maintain high standards of personal appearance and grooming, which include wearing nametags.

· Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

· Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

· Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

· Must be able to maintain confidentiality of information.

· Perform other duties as requested by management.